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HDI HD0-200 Exam Syllabus Topics:

HDI Qualified Help Desk Senior Analyst Sample Questions:

1. What are three considerations to bear in mind when setting up a service continuity site?
(Choose three)

A) Computer telephony integration (CTI).
B) Location.
C) Cost implications.
D) Storage/space capacities.

2. Employees of a company arrive at work and switch on their computers at 8:00 a.m. The help desk receives an extremely high volume of inbound calls with employees complaining that they are unable to reach the file server. Who is typically assigned the problem?
(Choose 1)

A) Knowledge engineer.
B) System administrator.
C) Database administrator.
D) Quality manager.

3. What are three basic components of Computer Telephony Integration? (Choose three)

A) Integration Server
B) Service Level Agreements.
C) Interactive Voice Response.
D) Automatic Call Distributor.

4. What is the key benefit of root cause analysis? (Choose 1)

A) Cost and expense can be justified.
B) The cost per problem is reduced.
C) Calls for specific types of problem can be reduced or eliminated.
D) Better knowledge management procedures.

5. What are two purposes of an on-going (event) survey? (Choose two)

A) To trend levels of customer satisfaction between annual (periodic) surveys.
B) To evaluate overall satisfaction levels with products.
C) To measure the quality of a single interaction.
D) To assess satisfaction levels with all help desk services.

Solutions: